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v1.0.0December 2025
LiveDesk, v1.
The complete AI-powered customer support platform with voice calls, screen sharing, and intelligent handoffs.
14 modules · 100 line items
№ 01
AI-Powered Support
- RAG (Retrieval Augmented Generation) powered responses using your knowledge base
- Multi-model support via the unified AI gateway
- Real-time streaming responses with typewriter effect
- Configurable system prompts and temperature settings
- Smart fallback responses when knowledge base is empty
- Response caching for frequently asked questions
- Thumbs up/down feedback on AI responses
№ 02
AI Voice Calls (real-time streaming)
- Browser-based voice calls with AI assistant
- Real-time audio streaming via WebSocket
- Visual waveform/audio visualizer during calls
- Mute/unmute and call duration timer
- RAG context injection for voice interactions
- Jitter buffer for smooth audio playback
- Call recordings saved to dashboard
- Audio player with progress bar for playback
№ 03
AI Screen Sharing Support
- Share screen during voice calls for visual guidance
- Frame capture via Canvas API (JPEG base64)
- Desktop-only detection (hidden on mobile)
- Privacy guidelines in AI system prompt
- Configurable per-organization toggle
- Visual support mode with specialized instructions
№ 04
Conversation Management
- Real-time conversation list with filters (status, agent, date)
- Message thread display with chat bubbles
- Customer info sidebar (IP, browser, device, location)
- Conversation tags and priority selector
- Internal notes section (agent-only)
- Session-based conversation grouping
- Supabase Realtime subscriptions for live updates
№ 05
AI-to-Human Handoff
- Automatic handoff detection (sentiment + keyword analysis)
- Real-time handoff notifications with sound alerts
- Agent availability checking
- Customer wait time display
- Widget shows agent name after handoff accepted
- "Connecting you with an agent..." status message
- AI blocked after handoff (agent takes over)
№ 06
Email Ticketing
- Inbound email ticket creation via Resend webhooks
- Email threading (replies grouped to same ticket)
- Email channel indicator badge on tickets
- Rich text editor for email replies
- Convert chat conversations to email tickets
- Webhook signature verification for security
№ 07
Embeddable Chat Widget
- Standalone JavaScript embed code
- Floating trigger button with animations
- Customizable colors, branding, and position
- File upload support
- Typing indicator
- Mobile-responsive design
- "Powered by LiveDesk" branding (removable on paid plans)
- CORS configured for cross-origin embedding
- IP-based session management for anonymous users
№ 08
Knowledge Base (RAG)
- Document upload (PDF, DOCX, TXT, Markdown)
- URL scraper to train AI from websites
- Drag & drop file upload interface
- Vector embeddings via Supabase pgvector
- Multilingual semantic embeddings for retrieval
- Recursive character text splitter for chunking
- Training status indicator (Pending → Processing → Ready)
- Query testing playground
№ 09
Team Management
- Invite team members via email
- Role-based permissions (Admin, Agent)
- Pending invitations list with resend/cancel
- Agent status selector (online, away, busy, offline)
- Remove team member with confirmation
- Invitation acceptance flow
№ 10
Analytics & Reporting
- Analytics dashboard with conversation charts
- Agent performance table
- Date range picker for filtering
- Export reports to CSV
- AI usage tracking per organization
№ 11
Notifications
- Email notifications for new conversations
- Handoff email alerts
- Weekly summary emails
- Browser push notifications
- Sound notification toggle
- Notification preferences page
№ 12
Settings & Configuration
- Organization settings with tabs (General, AI Config, Team)
- Widget customization page
- AI settings (model, temperature, system prompt)
- Notification preferences
- Security settings
- Organization logo upload
- Timezone selector
- Delete organization (30-day recoverable)
№ 13
Security & Infrastructure
- Supabase Auth with email/password and magic links
- Google OAuth integration
- Row Level Security (RLS) policies
- Rate limiting via Upstash Redis
- Request logging middleware
- Super Admin dashboard (restricted access)
- LemonSqueezy billing integration
- Plan-based feature gating
№ 14
Dashboard & UX
- Modern dashboard with collapsible sidebar
- Mobile bottom navigation
- Dark/light theme toggle
- Onboarding checklist with auto-completion
- Stats widgets (Open Tickets, Avg Response Time)
- Quick actions panel
- Canned responses picker
- Cookie consent banner
- Privacy Policy & Terms of Service pages
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